ComplaintsforContact Lens King, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 5/22 for contact lenses that showed in stock in the website and paid for **** priority delivery. As of 6/6 I still do not have my contact lenses and have been given the run around about when they are shipping out. I was promised that my order would be sent out overnight to me on 6/3.. that never happened. Finally on 6/5 after my 10th email to this company they printed an overnight label but never gave the order to **** My order is stuck in label created status.. with no further updates. My credit card has been charged but I have little faith that my order will ship out. When I placed this order on 5/22, I was under the impression that i would have my contact lenses by now. They say that they are shipping the order out but do not do so anyone can print an overnight label but *** needs to receive the package. Please advise.

  Business response

  06/11/2024

  June 11th,2024
  Attn: BBB
  RE: 21812965

   

  Dear Sir/Madam,
  
  
  I sincerely apologize for the delay in shipping the order in question.
  
  
  Upon review of Ms. *************************** account, I see the order was placed on 5/22, during non-business hours. Federal Law sets out specific operational procedures that we are required to follow when processing and order; the prescription verification step. This step requires that we verify the validity of the customers ********************** lens prescription as entered at the time of the placement of the online order. To achieve this we can use a copy of the customers prescription or communicate directly with the prescribing eye doctor.In the event that the customer does not have a copy of their prescription we are obligated to reach out to the eye doctor to verify the prescription. The eye doctor is entitled to take up to 8 business hours to respond, failing which we can consider that the lens measurements that the customer inputted at the time of the online placement of the order as being correct and process the order,also known as passive verification. This latter scenario is what happened with order no. *******.
  
  
  Although our website indicates the product was in stock unfortunately, we did not have enough product to fill Ms. ********** request. As an authorized retailer, we order direct from the manufacturer. Typically direct orders from the manufacturer take 1-3 business days to arrive.Unfortunately, the manufacturer experienced a delay in production.For the delay with the manufacturer, we did overnight the shipment via *** at no additional charge and shipped on 6/6. Per tracking with *** it has been marked delivered, with proof of delivery on 6/7,please see attached documentation direct from ***.
  
  
  Per the policy with ***, a claim needs to be filed directly with the carrier service if the customer is claiming product not received. We would be happy to assist in filing the claim. A picture of the front door or where packages are delivered to that residence will be required.
  
  
  Sincerely,
  
  
  ***************************
  Customer Service

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  First, I want to say that people on the phone were responsive and trying to be helpful. I have no problem with the customer service. But it doesn't address my problem.On 5.29.2024, I paid $135.90 for 2 12-packs of contact, and then $29.95 for next-business-day shipping. I received a prompt order confirmation. The site specifies that ship times begin counting once the item is in stock, and if the item needs to be restocked it could add 1-2 business days. Fine. I never received any shipping notification, or any notification of delay or technical issue. It is standard for all businesses to inform the customer if there are delays.It is now 3 business days later (Friday, May 31)- I call this morning, as I need contacts by Sunday morning. They return my message promptly saying that they've been "in the middle of a systems upgrade so our system was down and we were not shipping" (verbatim from voicemail I received). There was no indication at checkout that they were undergoing systems upgrade, no indication by email. Nothing to indicate that my shipping would be delayed. They begin shipping again today.They are refunding the extra shipping I paid and I anticipate I will receive my product. That's good. However, I shopped at this vendor anticipating 1-day shipping, was given no indication at checkout or at confirmation that there would be a delay. They knew that they would not be able to fulfill 1-day shipping, and yet did not advertise that they were undergoing a systems update and might experience delays. Updates are normal! But it's standard to inform customers when they order if something might affect their order.I did agree that if they didn't have my items in stock there might be a delay - but that's not what happened. What happened was they knew they couldn't fulfill my order and took it without notice. All I want is for them to inform customers of anticipated delays. This was not a supply-chain issue, it was scheduled maintenance. Just be honest, that's all.

  Business response

  06/11/2024

  June 11th,2024
  Attn: BBB
  RE: 21783878

   

  
  Dear Sir/*****,
  
  
  Thank you for bringing this to our attention and we are pleased to know that you found our customer service team to be responsive and helpful.
  
  
  Since our normal business hours are Monday through Friday, we did implement a routine system upgrade over the Holiday weekend; your order was placed shortly after that. Unfortunately, we did come across some unexpected challenges that sadly, did affect your order from being shipped soon after the order was verified.
  
  
  Upon review of your account, I do see the order was placed on 5/29 at 5:10pm, which is after business hours. Therefor, the order was not verified until the following business day on 5/30. Due to the system upgrade creating some unexpected challenges your order unfortunately,was not fulfilled until Friday the 31st after all carriers had picked up from our facility. Since the unexpected challenges where on our end, we refunded you the difference between overnight delivery and the First Class Rate.
  
  
  I do sincerely apologize an email was not sent to you advising of the delay. Our customer service team did their very best to inform all customers who were impacted during our system upgrade.
  
  
  Since we are always looking for ways to improve, your feedback will be brought to the management teams attention so we can apply the appropriate strategies in the future.
  
  
  We appreciate your feedback and value your loyalty.
  
  
  Sincerely,
  
  ***************************
  Customer Service

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** recommend that they make sure to make note of system updates and related potential delays *in the purchasing process*, so that customers get what they pay for.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contactlensking.com is deceptive in their advertised pricing of contact lenses. The advertise a very low price then add an exorbitant $250 service fee upon checkout, only after the entire process has been completed. They are not pricing honestly, there is no way to actually get the advertised pricing.

  Business response

  05/06/2024

  HI, 

  We apologize to ************** for the frustration regarding the processing fee. Since the processing fee is an industry standard and we know it can be frustrating to our consumers, we make it clear on our website there is a processing fee associated with the sales cost of the item. On our product page under the cost of the product it states: "This item is on sale and not eligible for any coupons. A processing fee will apply." (Please see attached documentation). Under the statement it clearly shows a "read more" button which if it is clicked on will display the popup explaining the processing fee is an industry standard associated with the sales cost of the item and is priced per box. (Please see other attached documentation). This is all shown before the items are added to the cart and before any payment information has been added. 

  As explained in the popup display the processing fee is an industry standard, please see attached documentation for an example of an online competitor where you will see the ******* Search" for a particular product and then at their final stage before payment they too have a processing fee. 

  We are committed to providing a level of service that cannot be beat as well as being upfront and transparent about all charges our customers will incur. Please see attached documentation to support that we were upfront about the processing fees before the check out process. 

  Again, we apologize for any frustration the processing fee may have caused **************. 

  **************, Contact Lens King **************** Relations

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the wrong order and I was overcharged. My order number is #w8453885. It was $227 for 7 boxes including clariti lenses, dailies total 1, and aquacomfortplus. This company sent me the wrong number of lenses and the wrong kind. I spent multiple weeks waiting to have my order fulfilled and I asked to confirm my order before it was sent.

  Business response

  04/30/2024

  Dear Sir/*****,

  The order that was placed by the customer matches the Dalies AquaComfort Plus lenses that we shipped on 4/25/2024 and those appearing in the image of our shipping box with lenses.as provided by the customer in the image attached to the complaint . No other lenses were included and none would fit. Our customers are very important to us and we certainly appreciate the ********* family, ****** and ****** specifically. If they are not satisfied with their shopping experience they can most certainly return  the lenses that they received in order no. w8453885 as detailed in our published Return Policy found on our website. We would like to point out however that since the *** considers contact lenses to be medical devices any returned lens boxes must be unopened, factory sealed, unmarked and undamaged. Once received in-house, the return will be inspected to ensure compliance with our Return Policy If the required conditions are met a refund will be processed.

  Thank you.

  *************************

  Customer Service

• Initial Complaint

  09/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I did not complete the transaction because of the deceitful advertising practices of the company. They advertised a price of $34.95 / 90 day box of contacts. Because of this price, I went to my eye doctor and asked for a prescription for these specific contacts, because they are good quality and were a good price. Unfortunately, after getting to the checkout of my transaction, it turns out there was a hidden processing fee making the price TWICE as much as expected. Further, I had only expected this lower price because of their advertising. Because I only get 1 eye exam a year, I planned my eye care for the whole year based on this number, and now I can't afford the contacts I need. This company's underhanded way of bringing people to their website, and worse, causing people to make plans for their eye health based on their numbers, is very unethical and can cause issues for many consumers. They will argue that other companies use this same practice, but in reality, it is NOT a common practice for contact lens companies to all advertise at falsely low prices. There are many companies who are honest and report their true price, rather than trying to lure consumers into a false "deal". They should be required to post a more accurate price representation so as not to mislead.

  Business response

  09/21/2023

  Dear ********************,
  When we offer special pricing for a specific contact lens brand we also always clearly indicate that a processing fee will apply right under the advertised price on the respective product page. This notation appears first on the product page for the product on promotion and then throughout each of the steps in the order process such that the customer can be aware of the existence of the extra fee and include it in their determination on whether the pricing is to their liking for an order. By the time that the customer reaches the checkout page where payment information is required the customer will have been made aware of the processing fee, on average, at least three times, and therefore given ample opportunity to compare final pricing for the product versus competitors offering, and decide to proceed with payment or  cancel the order. There are no surprises at any time throughout the order process.
  Thank you.
  Best regards
  

  Customer response

  09/22/2023

   
  Complaint: 20610064
  
  I am rejecting this response because: As mentioned before, this is a deceitful practice aimed to draw people to your website based on a falsely lower price than it actually ends up being. In the same way, if someone is planning which contacts they will request a prescription for, they will see this up-front advertised price and make decisions based on that, only to find out after they have a prescription in hand and are in the process of ordering the product that it is not the price they expected (based on the search engine advertisement or even the price listed on your website). 

  The processing fee disclaimer is not only tiny and almost hidden in comparison to the advertised price (again significantly below the actual price), but when customers click to read more, you specifically admit that the practice 1) makes you uncomfortable, 2) is specifically used to display upfront prices as lower than actual prices, 3) and that this practice is to draw customers under false pretenses to your website. 

  Again, this is a fraudulent, unethical practice that has detrimental effects to consumers. 

  Sincerely,
  
  *******************************

  Business response

  10/12/2023

  ********** ** stand by our September 21, 2023 response to the consumer. Thank you.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/28/23, I placed an online order for about $150 for contact lenses and uploaded the required documentation (prescription.) I received an email later stating they didn't have enough information, so I called to request all the info they needed. They told me I I needed to send a photo of my OLD box of contacts. I complied. What followed was a confusing series of emails requesting information that I submitted several times over and over and resulted in my cancelling the order. They had me send TEN images in total and still kept saying they didn't have this or that from me, which had been provided several times over at this point: upload of prescription, and of old prescription box. THEN they were saying they needed a photo of a lens box with the VERY PRESCRIPTION I WAS ATTEMPTING TO ORDER, as it was, shocking, a new prescription. It seemed like it was either a bot, several people who don't have mastery of the English language, or it was just straight up they didn't want to help me with my order, and ran me around for half a day just for fun, which would be odd, but what other explanation could there be?

  Business response

  08/30/2023

  Dear **********************,
  Thank you for taking the time to write your comment on the Better Business Bureaus website.
  To begin, I would like to apologize for any misunderstanding that occurred during your online shopping experience with us.
  
  The processing of online contact lens orders by authorized direct-to-consumer retail vendors is governed by a Federal law that requires prescription verification as a critical first step in order to ensure that the retailer will be delivering the product that was prescribed by the eye doctor who evaluated the consumers vision needs. In your case you selected to provide us with a picture of the outer box of the brand that you are wearing along with an individual blister of same (Exhibit A), which is perfectly acceptable verification material as described in the act. Once you checked out a confirmation email was automatically generated on 8/28/2023 @ 12:17:12 PM detailing the specifics of the order that you placed (Exhibit B). Then the prescription verification step was initiated wherein a comparison between the information you submitted for verification (Exhibit A) is made to the lens measurements selected for the online order. In your case a determination is made to notify you of a mismatch in the order (Exhibit C). As is normal practice you were notified that we will retain your order on hold for 10 days in order to allow you the time to provide corrected prescription verification material that will match the lens measurements ordered. If such material is not supplied by the end of that interval the order will be canceled. Exhibit D illustrates the notification notifying you of the cancellation.
  
  Our prime interest is to ensure that our customers vision needs are met and as you can see our team followed our obligations under the law while keeping you informed of the status of the order. However we can always do better. In this vain we will use this case to develop improved methods that serve to elevate our customers shopping experience with us.
  
  Thank you.
  Best regards,
  ******************
  Customer Relations
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke with ********************* as well as *****, a customer service representative who informed me that only ophthalmologists are credentialled to conduct eye exams and prescribed medical devices (i.e. contacts). Not only was this extremely incorrect and offensive, but can be legally disastrous in the future for the company. This comment meant all other credentialled and licensed physicians and APPs throughout the country who prescribe and conduct exams are not suitable to conduct a basic eye exam and write a prescription. I hope the company can set an objective standard without room for interpretation consistent with the rest of the country as to whom can prescribe medical devices, as this caveat as listed above seriously jeopardizes patient safety. I was appalled with my phone call by representatives not credentialled in the medical field.

  Business response

  08/08/2023

  Dear ****************, Thank you for your Better Business Bureau commentary regarding your experience with our customer service desk .The order processing protocols put into place for online contact lens retailers are governed by a Federal law that is monitored by the **** Once the retailer receives an online order a valid contact lens prescription must be verified.This prescription is the result of a contact lens fitting and must specify basic details like the eye doctors name, address, contact lens brand, base curve, spherical power, astigmatic power and axis if applicable, and re-order limit if applicable. An expiry date is also required. The fitting requirement puts eye doctors in the prime position to produce such prescriptions and that is what the customer service personnel see each and every day. Calls from a medical specialist who is asking what to include in the prescription that we require so that he can send in a prescription that *** conform to the laws rules is out of the ordinary. An alternative that was not offered was that you provide an image of the lens box of the lenses that you are currently wearing while ensuring that the brand, base curve and powers (right & left eye) are visible in the image. This would be a short-term solution. Our apologies that this was not suggested but this incident will be worked into the customer service training program so that we *** accommodate urgent situations such as yours in the future. Thank you.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company spams emails excessively and makes it impossible to unsubscribe from emails.

  Business response

  06/15/2023

  Sir/Madam,

  Every email has an unsubscribe option for the receiver as seen in the attached. If the customer is unsure of how to effect this option he/she can call into our customer service desk and they will help in ensuring that no further promotional emails are sent to the customer's email address. If status emails relating to orders need to be stopped the customer can request help in achieving that while on the phone with our staff or choose to effect that change from their customer profile. Please note that the latter action will eliminate status notifications on orders until reversed by the customer.

  Thank you.. 
  
  
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a set of contacts from contacts lens king on March 20, 2023. I provided my prescription information and my prescription was verified. My order was promptly shipped out however, as of May 7, 2023 I have yet to receive my contacts I have shipping information and a tracking number both which state delivered. However I still have no contacts this company stated that they would re-ship my order and never did, my camera footage from my front porch also shows no activity on the date the order was supposedly delivered. **************** is deceitful and stopped responding to messages. I only say they are deceitful because last month I was told that they would re-ship the order. However there was a two week delay. Well its been over three weeks and I have no re-shipment information. Im still out $200 in the contacts I ordered from this company still have not arrived.

  Business response

  05/09/2023

  Sir/*****,

  Please see our cover letter and exhibits attached. Thank you.

  Customer response

  05/09/2023

   
  Complaint: 20028529
  
  I am rejecting this response because:
  Company offered to re-ship after I informed them that I had returned my ****** order due to them re-shipping I havent heard anything back. I am still on my original temporary 1day lenses from February from my eye doctor. With no availability or opportunity to change them as there are no new lenses available. Eye Doctor is refusing to rewrite prescription for third time so I can re-pick up my order from ****** or some other provider that is willing to fulfill their obligation, this company implied that they would be re-shipping. Therefore, I returned my ****** lenses to date, this issue is still unresolved. I no longer wish to do business with this company as they have been less than sincere in most their communications tracking information does show delivered, but as of todays date, I have not taken delivery of it. 
  Sincerely,
  
  *************************

  Business response

  06/05/2023

  ********** ****** see the chargeback defense that we submitted to the credit card company. Our service policy to reship at no charge stands. The same applies to the proof of purchase requirement for a refund. Contact Lens King that its staff has acted professionally and in good faith towards the customer and we strongly object to this complaint. Thank you. 

  Business response

  06/05/2023

  Please see the attached.

  Customer response

  06/06/2023

   
  Complaint: 20028529
  
  I am rejecting this response because: I previously filed a complaint with Pay Pal, and because Contact Lens King provided the original shipping information to PayPal that shows items delivered, even though the complaint and dispute filed with Pay Pal, was that I have not received the item, which is the reason I forwarded this to the Better Business Bureau Pay Pal permanently, closed the case, and I have no access to that case without any form of reprieve the case was closed in the sellers favor due to the fact that they provided a tracking number it has been four months or thereabouts since I placed this order and reported in the initial issue with it Pay Pal is unresponsive and cannot take any further action on this case as it has been closed. I am out over $200 still without my contact lenses my eye doctor has refused to issue a new prescription so I can get my lenses stating that they have already issued two prescriptions for me. unfortunately  I still dont have my contacts. Ive been wearing a one day pair of contacts now for three months which is way longer than the recommended usage of one day. because not only can I not afford to purchase another set of contacts, but the ones I did purchase have never made it to me. The company stated that they would re-ship numerous times to my knowledge and to date. I do not have a new shipping number  a tracking number or any indication that this company is going to follow through with their promises therefore I refuse to do business anymore with them have given them a one star review on any ****** reviews that have popped up regarding this company, and Pay Pal is currently in an ongoing dispute with me, because I am complaining that they closed the case without proper verification that the package has been delivered. As of today Im not sure where the original one went, but it never made it to me. 
  
  Sincerely,
  
  *************************

  Business response

  06/07/2023

  Sir/*****, On April 5, ***************************************************************************************************** spite of the shipment's tracking report that showed it having been delivered. He was offered a re-ship, which he refused, and instead wanted a refund, which is not company policy with undelivered orders. After refusing the re-ship and our refusal to refund the delivered order no further requests were received from the customer until today's response. As proposed all along, we can re-ship if notified to do so by the customer. He can call in to confirm his decision.

  Thank you.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  attempted to purchase contacts online based on shown price of $23.99 per box of 12 contacts, when got to finishing up the purchase and shipping information, the site added a shipping fee and processing fee, which brought up the price to almost DOUBLE their shown price. I can understand a shipping fee, but, the processing fee was being due to their competition is doing, so, they decided to do it as well. No matter who is doing a processing fee, its wrong not to show it in the price up front!

  Business response

  11/22/2022

  Hello *****. We clearly highlight the existence of a processing fee on the product page(s) of all contact lens brands that are advertised with a promotional pricing offer. Additionally, the processing fee is clearly displayed before our customers populate any field with their personal information. So our customers can observe the financial impact that the fee may have on their purchase before moving forward with their shopping experience on Contact Lens King. Having said that however, we are always looking to improve our customer's shopping experience with us and we appreciate the commentary that you have sent. Thank you. Best regards.

  Customer response

  12/02/2022

   
  Complaint: 18442638
  
  I am rejecting this response because:

  I do not recall seeing the fee till check out and I believe after wanting to see the shipping cost.  I still feel it is false advertising, so as to draw people to their site, only to be shocked on the actual cost.

  thanks much for the prompt reply.
  
  Sincerely,
  
  *****************************

  Business response

  12/07/2022

  **********************, The processing fee applies to promotional items and its application is stated on the product page of such items: " a processing fee will apply". Furthermore an explanation of the fee is available on that same page. Beyond that, the fee and its value are displayed on the shopping pages prior to the inputting of any personal details and/or financial information. These are only required at checkout. So there really are no surprises in the shopping process. In the end, and if a customer were to continue at checkout and complete the required fields, they will realize that our prices are the most competitive even with the fee. We appreciate all commentaries from our customers and will continue to work to improve our service to our customers. Thank you. Best regards.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩